At Hockey Gear Shop, we stand behind the quality of our hockey equipment and want you to be completely satisfied with your purchase. If for any reason you’re not happy with your order, we offer a straightforward returns and exchanges process.

Our Return Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:

  • The item must be unused and in the same condition as when you received it
  • The item must be in its original packaging with all tags attached
  • You must provide proof of purchase (order number or receipt)

Non-Returnable Items

For health and safety reasons, the following items cannot be returned or exchanged:

  • Hockey Helmets (all types: Junior, Senior, Youth)
  • Hockey Helmet Cages and Visors
  • Hockey Baselayer Socks

These items are excluded from our return policy to ensure player safety and hygiene standards.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

Step 1: Contact Our Customer Service

Email our returns team at  [email protected] within 15 days of receiving your order. Include the following information in your email:

  • Your order number
  • The item(s) you wish to return or exchange
  • The reason for return/exchange
  • Whether you prefer a refund or exchange

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Body:
Dear Hockey Gear Shop Team,

I would like to request a return/exchange for my recent order (#[Your Order Number]).

Item(s) to return: [Product Name(s), Size, Color] Reason for return: [Please specify] Preferred resolution: [Refund/Exchange for [Product Name, Size, Color]]
Please provide return instructions at your earliest convenience.

Thank you,
[Your Full Name] [Your Contact Information]

Step 2: Receive Return Authorization

Within 1-2 business days, our team will email you a Return Merchandise Authorization (RMA) number and detailed return instructions. Please include this RMA number with your return package.

Step 3: Package and Ship Your Return

Carefully package the item(s) in their original packaging and include all accessories. Affix the return label we provide (for US customers) or follow the international return shipping instructions. For exchanges, clearly indicate the replacement item you’d like.

Step 4: Receive Your Refund or Exchange

Once we receive and inspect your return, we’ll process your refund or ship your exchange item. See below for timing details.

Refund Information

Refunds will be issued to the original payment method used for purchase:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 3-5 business days after processing
  • PayPal: 1-3 business days after processing

Please note that original shipping fees are non-refundable, except in cases where the return is due to our error.

Exchange Information

If you’re exchanging an item:

  • We’ll ship your replacement item once we receive your return
  • If the exchange item is more expensive, you’ll need to pay the difference
  • If the exchange item is less expensive, we’ll refund the difference
  • Standard shipping rates apply for exchanges unless the return was due to our error

Return Shipping Costs

Return shipping costs are the customer’s responsibility unless the return is due to our error (wrong item shipped, defective product, etc.). For international returns, we recommend using a trackable shipping service as we cannot be responsible for items lost in transit.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage/defect. We’ll arrange for a free return and replacement at no cost to you.

Questions?

Our customer service team is happy to help with any questions about returns or exchanges. Contact us at:

  • Email: [email protected]
  • Phone: +1 (310) XXX-XXXX (9AM-5PM PST)
  • Mail: Hockey Gear Shop, 3107 Hillhaven Drive, Los Angeles, US 90046

Thank you for shopping with Hockey Gear Shop – your trusted source for quality hockey equipment worldwide!